NPS
NPS in the Engage area (Voice of user) — route /engage/nps.
NPS lives in the Engage area of the dashboard, under Voice of user.
At a glance#
| Dashboard route | /engage/nps |
| Area | Engage (engage) |
| Group | Voice of user |
| Platforms | Available for every app platform. |
What it does#
NPS authors the standard 0–10 "how likely are you to recommend" question and reports the result split into promoters (9–10), passives (7–8) and detractors (0–6). You can create the survey, enable and disable it, and delete it.
The score itself is promoters minus detractors, as a percentage. Passives count toward the denominator and toward neither side — which is why a score can fall while satisfaction is flat.
When to use it#
On a slow cadence, as a trend. NPS is a blunt instrument: its value is entirely in the direction it moves over quarters, not in the number. Comparing your score to a published benchmark is comparing two differently-sampled populations and tells you nothing.
The follow-up text, where you collect it, is consistently worth more than the score.
Workflow#
Choose a trigger and freeze it
Consistency matters more than the trigger being ideal. A changed trigger means a new baseline.
Sample, do not saturate
Every user seeing this every release trains them to dismiss it, and response rate collapses. A small sample answered honestly beats a large one answered reflexively.
Read detractor comments first
The score tells you there is a problem. The text tells you what it is. Nobody has ever fixed anything from a score.
Track the trend, report the trend
One quarter's score is noise. Four are a signal.
Permissions and prerequisites#
Requires the SDK's survey support to present the question in-app. Authoring here has no effect until the client can display it.
Limits and edge cases#
Response rate is the hidden variable. A score computed from 2% of users who chose to answer is a score about people who answer surveys.
The 0–6 detractor band is very wide. A 6 and a 0 are counted identically, which is a known property of the metric rather than something this page decides.
Disabling stops collection, not the history. Past responses stay.
Troubleshooting#
Score swings wildly between weeks. Sample size. Widen the window until it stabilises before reacting to a movement.
Almost no responses. Either the trigger rarely fires or the survey is being dismissed. Check whether it appears at a moment when the user is mid-task — that is the usual cause.
Where the data comes from#
From the SDK
Served by
Engage